CIVILITY MATTERS!

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The author of this paper, Craig Dowden holds a Ph.D. in psychology and specializes in the custom design and delivery of evidenced-based leadership development programs and services. He also dedicates time to reviewing and conducting research that provides valuable insight into the most pressing issues facing businesses today. Craig also shares his insights in various high-profile publications, including Financial Post, Huffington Post, and Psychology Today. Find out more about Craig by visiting www.craigdowden.com, emailing him at craig@craigdowden.com or tweeting him @craigdowden. Table of contents CONTEXT....................................................................................................................................................................... 4 INTRODUCTION.......................................................................................................................................................... 4 A WORD ON THE FOCUS OF THIS REVIEW....................................................................................................... 5 DEFINING INCIVILITY................................................................................................................................................ 6 COSTS OF INCIVILITY................................................................................................................................................ 7 IMPACTS ON PERFORMANCE................................................................................................................................. 7 .................• Lost Time.................................................................................................................................................... 8 .................• Creativity................................................................................................................................................... 8 .................• Helpfulness................................................................................................................................................ 9 ................ .• Final Comment on Performance.......................................................................................................... 9 IMPACTS ON TEAMS.................................................................................................................................................. 9 IMPACTS ON PHYSICAL HEALTH........................................................................................................................... 10 IMPACTS ON CUSTOMERS....................................................................................................................................... 10 IMPACTS ON COMMITMENT/ENGAGEMENT................................................................................................... 11 A NOTE ON ELECTRONIC COMMUNICATION................................................................................................. 11 RECOMMENDATIONS................................................................................................................................................ 13 MANAGING OURSELVES.......................................................................................................................................... 13 ................ • Model Positive Behavior......................................................................................................................... 13 ...................................- Be The Change You Want To See In The World.............................................................. 13 .................................. .- Watch Your Language........................................................................................................... 14 ...................................- Put Away Your “Smartphone”.............................................................................................. 14 ...................................- Be Mindful Of The Perils Of Electronic Communication............................................ 15 CIVILITY MATTERS!
- Reinforce Expectations Regarding Civility For New Members Of Your .................................. Team/Organization................................................................................................................ 15 ...................................- Encourage Feelings Of Psychological Safety.................................................................. 15 .................• Gather Feedback...................................................................................................................................... 16 ...................................- Solicit Feedback....................................................................................................................... 16 ...................................................360-Feedback............................................................................................................ 16 ..................................- Track Your Progress................................................................................................................. 17 .................• Take Action................................................................................................................................................. 17 ...................................- Take Immediate, Corrective Action When Warranted.................................................. 17 ...................................- Take All Complaints Seriously.............................................................................................. 18 MANAGING OUR TEAMS/DEPARTMENTS.......................................................................................................... 18 .................• Gather Feedback...................................................................................................................................... 18 ................................. .- Define Civility Within Your Team/Organization............................................................ 18 ...................................- Solicit Feedback....................................................................................................................... 19 .....................................................Skip-level Meeting................................................................................................. 19 ...................................- Conduct Exit Interviews....................................................................................................... 19 .................• Other Recommendations...................................................................................................................... 20 ...................................- Raise Awareness Of The Effects Of Incivility Within The Workplace....................... 20 ...................................- Open Forums Would Also Enable Leaders And Employees To Discuss ............................. .................................. .Appropriate Behaviours Related To Electronic Communication/Social Media.... 20 ...................................- Hire With Civility In Mind.................................................................................................... 21 ...................................- Develop Workplace Civility Policies.................................................................................. 21 ...................................- Use Organizational Data To Identify Problem Areas And Successes...................... 22 CONCLUSION.............................................................................................................................................................. 23 APEX REPORT
Page 1: CIVILITY MATTERS! AN EVIDENCE-BASED
Page 5 and 6: Overall, 20 percent of employees re
Page 7 and 8: Anecdotal research 8 provides even
Page 9 and 10: Helpfulness In the same experiments
Page 11 and 12: IMPACTS ON COMMITMENT/ENGAGEMENT In
Page 13 and 14: leaders can implement all of these
Page 15 and 16: The results revealed that the mere
Page 17 and 18: TRACK YOUR PROGRESS - Receiving fee
Page 19 and 20: SOLICIT FEEDBACK - Above and beyond
Page 21 and 22: HIRE WITH CIVILITY IN MIND - Althou
Page 23 and 24: CONCLUSION Civility within the fede

CIVILITY MATTERS!

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